awards review 2009 | thirty-one
“The recognition and the
experience of winning this
award was for me the best
thing I have ever wished for”
Nalini Patel, IT Support Person Of The Year
2009
Motability Operations Geoff Brown, Dorset County Council
100% committed to her role, living
and breathing customer service, Nalini
demonstrated a passion for the support she
delivers, dedication to delivering the best
possible service at all times, an in-depth
understanding of her customers as well as
great leadership and team motivation skills.
Heavily involved in service delivery projects
and driving service improvement within the
Fujitsu-Lloyds TSB Service Desk
Kevin Kimber, Service-now.com
service desk team, Nalini also walks seven
miles a day to and from work to support the
environment! Completely overcome when her Nalini Patel, University of
name was fi nally announced, Nalini gave an
Wolverhampton
emotional winning speech to the gathered strategy and the maturity and understanding contested award - was selected because
audience. across the board of the processes in place of their passion for their customers and a
Jeff Smyth, business systems director at impressed me most. Fujitsu’s Lloyds TSB commitment to changing the face of the
Motability Operations, had this to say in service desk is a well oiled machine at the ITSM technology.
response to his company’s victory: “Being heart of which was great service.” On being presented with the award,
recognised with the ‘IT Service and Support Kevin Kimber, Senior Account Executive,
Excellence Small Team of the Year’ award Clouds Are Gathering said “Service-now.com is breaking new
is a tremendous achievement for us and Breaking with tradition for the fi rst time since ground in the IT service management
demonstrates our commitment to continuous the awards began, the IT Service Technology industry by providing customers with a
improvement and delivering great service. Supplier of the Year award was given a new better application through modern software
This award refl ects the hard work of everyone spin. This year, vendors’ customers were asked as a service. Our business model keeps us
in the team and is a great testament to the to vote for their favourite technology supplier focused on customer success. We don’t think
positive culture within our organisation.” by ranking every aspect of their quality of it was coincidence that the fi rst customer-
service, product and value for money. nominated SDI award was won by a SaaS
Winning Ways vendor.”
The team at Fujitsu Lloyds TSB were awarded “The vendor award 2009
IT Service and Support Excellence Large
is special because it is
Celebrating Service
Team of the Year Award. Victorious for many Summing up the awards, Howard Kendall
reasons, not least for having successfully
chosen by the people who
told those who had gathered: “We are proud
combined the highly developed Fujitsu ‘Lean’
select the suppliers and
that the Service Desk & IT Support Excellence
quality methods and processes with the Awards have become such an important part
Bank’s own already successful service desk
use their software on a
of the IT support calendar. It is important
operation, the two teams were seen to have daily basis.” to us at SDI, and to our members, that the
integrated together smoothly which has Ken Goff, judge, IT Service Technology outstanding achievements of service desk
resulted in unrivalled product and banking Supplier award professionals and teams are fully recognised
knowledge within the operation. This was by the industry.
amply demonstrated and evidenced on Following the on-line customer poll, which What’s more, despite the tough times
the visit to Bristol where the ‘buzz’ in the ran for three months, the vendors who that we are all facing, there has never been
operation was noticeable. received the highest scores from customers a better time to come together and show
Commenting on this prestigious award, were invited for an interview with the how committed we are as an industry by
Jon Watkins, judge and registrant services judging panel. The winner, Service-now. celebrating the importance of providing
manager at Nominet (winners of the 2008 com - the fi rst ever vendor of ‘Software as exceptional customer service above and
award) said: “The links to overall policy and a Service’ (SaaS) to have won this highly beyond expectations.”
august.september | 2009 SupportWorld
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